Sears
Reviews and Complaints

Our 1-1/2 year old Kenmore washer needs a new transmission. No, we didn't purchase the extended warranty thinking Kenmore was a good brand and would last a number of years. We are retired and have no children at home so it isn't as though a family of 5 is using it. Maybe 2-3 loads a week maximum. The people I've talked to at Sears say it's our problem, the machine may fail at any time. They are not interested in keeping us as a customer and apparently don't care that the product is shoddy. I think Kenmore used to be a good brand, but no more. I'll be researching something else for a replacement and will think twice before purchasing other Sears products given the poor service.

I am filing a complaint with the Better Business Bureau for my Whirlpool Cabrio Washer Model WTW6600SB2, Serial Number CU3270098 that was purchased from Sears on my Sears charge in late September 2007 for $1200 plus the cost of a 5 year extended warranty that is effective on this washer for another 3 years. I have spent countless hours on the phone to more numbers that I can count and all I get is the runaround and another number to call.This washer is a lemon. I reported problems to Whirlpool when it was 10 months old. It has not worked properly since I got it. It has shredded and ripped sheets and clothing and has mechanically not worked correctly since I received it, and the clothes are not coming clean and are disgusting. I am very proud of my laundry and for the first time in over 40 years and 15 Whirlpool Washers I am ashamed of my laundry.I have been a loyal Whirlpool owner for over 40 years and I have never had a problem like this. The control panel has been changed 3 times and the console top had to be replaced. The main control has also been replaced.The left hinge on the lid is broken completely in half and the lid is not attached to the washer on the left side and I am told they won't repair it because they can't get the old hinge out and they will not replace the top. This is a hazardous safety issue. I also have large pieces of metal falling into the washer from inside the top onto the clothes when it is running and staining and ruining the clothes or sheets the pieces land on and when I remove the clothes all the metal pieces are in the bottom of the washer.Today I had yet another service call and the tecnician lifted the top of the washer and the whole top of the inside metal is disintigrating and falling off in large pieces into the washer onto the clothes. I called Whirlpool yet again last week and talked to Supervisor Carol Housley and the number she gave me is [protected], Ext. 3660 and I called the number and it didn't go through, so I called yet another number again and was given a supervisor again and I was not helped again. I actually had the technician here repairing the washer yet again when I called. I had been without the washer since early July and had to wait yet again for parts. I am disgusted and very angry that I have been treated this badly by Whirlpool and also by Sears as I have been a loyal Sears customer since the 1970's.I am very upset about the way I have been treated. Whirlpool should stand by their product. I am a Senior citizen on Disability and I have not been treated fairly.

I purchased some Gabriel automotive shocks with a lifetime warranty from Sears in 2000. I went to replace the shocks due to them being worn out and again, went into our local Sears store to exchange my worn shocks for new using the lifetime warranty that Sears promotes. Little did I know, that a LIFETIME warranty on this particular product has some glitches in it. For one, that particular brand of shock are no longer carried at my local Sears store. 2) In order for me to "utilize" the lifetime warranty...I would have to purchase a different brand of shock AND pay the difference. I guess I am not sure what a LIFETIME warranty is..if I am not able to go back to the original store, with the original receipt.. along with the shocks...and not be able to get a NEW set of shocks using the LIFETIME warranty that Sears promotes. Basically, they provide a LIMITED warranty (unless you are buying Craftsman)...and as the consumer..you have to pay more! This is just another way to gouge the customer...what ever happened to customer service? For example...I purchased brake pads around the same time I purchased these shocks from NAPA auto and I have since replaced the brake pads several times...using their LIFETIME warranty...and I have never had to pay a dime...because they warranty their products and stand behind their word. If you are going to market/promote a warranty on products...then it is the company's responsibility to the American customers, to stand behind that WARRANTY. Otherwise, the "warm, fuzzy feeling" you get once you have agreed to purchasing an item with a "LIFETIME WARRANTY"...if nothing but a salesmans lie. Beware buyer!

It is pretty bad when 99% of all companies will let u pay off a account w/ your bank card... i was told that i had to give them money or give them a check... well i wrote them a check out and paid off my account the bad thing is that they gave me my check back to me... well it may not cost alot of money for a check, but i dont have all this money to waste on handing them a check so i can shread it.. my card could have done the same thing they did w/ my check... if we the people dont start standing up to these companies there going to make us waste more money... just like all these warranties they push on us... if they would stand behind there equipment then it wouldnt cost a arm and leg to purchase it... SEARS U NEED TO START EXCEPTING BANK CARD FOR PAYMENTS... IF U START THEN I WILL START BUYING FROM U AGAIN, BUT UNTIL THEN I WELL BUY WHERE THEY WILL EXCEPT MY CARD... I HOPE I CAN GET OTHERS TO STAND WITH ME ON THIS PROBLEM...

I purchased a refrigerator from Sears retail store in Liberty NY and paid 65.00 to have it delivered 2 miles from your store and 20.00 for replacement. I noticed your website published 10.00. The delivery men came and shoved the old refrigerator out my door and dented the metal door. This is a clear disrespect Sears has.

In addition to the dented back door – the delivery person had a vulgar conversation with his partner on what he wants to do with all the woman he can when he retires.

Sears – I must admit I am quite surprised you allow this kind of vulgar and disrespectful behavior.

I recently had a credit card issue occur with your folks where you took out 40, 000.00 more than what the check was written for(4.000.00) and it took me a month to get this resolved. Not one of your customer service people tried to resolve it after 8 calls and I eventually contacted the bank to get the money back.

I called Sears to come out and adjust my treadmill; was told the service charge was $95.00 but repairs were to be applied towards that price. Much to my surprise, upon arrival, I was informed it would be $214.00 to adjust the treadmill belt. I had to say no; then had to pay the $95.00. Found my manual with full directions how to adjust the belt and within 5 min the problem was resolved. I feel I was taken advantage of and would like some type of restituion for the $95.00 and an explanation why it would have been $214 to repair.

I recieved a KitchenAid Frdige, Sears item [protected], on April 10, 2010. After unpacking we saw the door handle was damaged so called customer service and asked if we need to return the fridge or could they send a new handle. I called [protected] and was told I had called the wrong number but that if I called parts I would recieve a new handle and it had been authorized as it was recieved damaged. Well I spent the next hour being tranfered and given new phone numbers to call. Every person insisted the next number or transfer would be the correct one. I had multiple authorizations and from different numbers and it seemed to be a bouncing game from parts to customer service and from Canada to Phillipines in both these areas. Once I was given direct number for parts in Ontario and they told me it was nothing to do with them. I then wanted to complain as I was getting no where and the gentleman to me he was where all complaints go and I could not make a further complaints. He also said there was no notes on file indicating any of this happened and there was no authorization on file but said you call parts and they send out the part if it is damaged when you recieve it. I called [protected] and [protected] and had over a dozen tranfrers. I think I will just take the fridge back...something simple but is total unsolvable for some reason. I will never buy from Sears again. I tried to purchase from then 2 years ago online and the purchase got lost and things got ugly but I blamed in un immature web purchase web site. I see now there issues run much deeper. Not one of the people I talked to today wanted to help or even stay on the line to see what was happening-they just wanted to transfer me to someone else.

I took my car in to have tires rotated and balanced and for a brake inspection. I heard a noise and wanted the car to be checked over and while I was there get my tires rotated and balanced since I purchased the tires through Sears. Long story short. Tires were never rotated and balanced although they offer free rotation and balance when tires are purchased there. They claimed they didn't need to be...isn't that the point to keep them from "needing to be". Secondly, they claimed the struts were the cause of the noise and that the brakes were fine. I believed them and left. A month passed and I had the car checked over again. It was my brakes pads. They were bad and causing the noise by stripping my rotor. I found out how to tell by looking at the brakes with a flashlight while the car was sitting in my driveway. It's not hard to tell and the so called "brake guy" that said my brakes were fine obviously is just plain LAZY! Thanks for the lack of safety Sears provided me and my family!

Hello my name is Genoris Johnson, I am a customer of Sears in Inland Mall San Bernardino California. My contact number is [protected]. I have a warrenty on my washer until 2/2010. I have made several appointment for service for my washer. the first one was 04/02/2010 at 1-5Pm no one showed up. I am disable and I had to rearrrange my appointment for this appointment. Then on 04/08/2010 I spoke to a Jake at [protected] were I was transferred to the Service Dept, he schedule me for an appointment on 04/08/2010 between 8-12AM no one showed up. This was very inconvenience to me and my in home care provider. Then on 04/08/2008 I spoke to a Super a name Betty at [protected] and she has schedule me an appointment on 04/14/2010 she also gave me an confirmation number [protected]-7108 I truly hope that Sears will uphold their side of the responsibility and come out and service for this overdue service appointment. I would like to Thank You for looking into this matter. I can be reached at the number listed above.

Thanks Again, Genoris Johnson

Dear Sears,
I'm sorry but your in trouble. Customer service has completely escaped you and now as a result I fear your business is on it's death bed. Last week I drove to Humble, Texas Sears at Deerbrook Mall and bought a Dado Blade for my 10" Craftsman Table Saw. When I got it home and started to install it I found the blade with a 5/8" arbor did not fit my saw with a 5/8" shaft. The hole in the Dado blade was smaller than 5/8". I then drove back to the Sears store and returned it, but first asking the sales person to check it.

Sadly they weren't interested and expressed a who cares attitude. Yesterday I called several Sears stores to locate and purchase a small electric garden tiller. The San Jacinto Mall in Baytown, Lawn and Garden Department said they had one in stock. I told the lady I'd be right there to buy it.

When I got to the store, I was told they were holding it for another customer. They had another on the floor and I said that's OK, I'll purchase the one on the floor. The sales lady told me they couldn't sell me that one and that if I wanted one I'd have to order it.

I was very disappointed and told her it was a 40 mile trip to get to the store and asked for the manager. She took me over to a nearby counter where a Gentleman by the name of Clinton said he was the Department Manager. I told Mr. Clinton I wanted to purchase the small electric tiller and he said it was policy not to sell floor samples.

I was very disappointed at their lack of customer service but even more so for when I was walking away, a lady who was standing nearby that heard the conversation, said as I walked by her; "If you were black, they would have sold it to you!" Both the sales lady and the manager were black and needless to say I was white.

Now, I not only feel I was the victim of poor customer service but also a victim of racism.

After leaving the Sears store, I drove down the street and stopped at a Lowes. They had a tiller on display that looked almost identical to the Craftsman model, only it was a Troy-Bilt Model TB154. It was their display model, but they gladly sold it to me, and because it didn't have a box, they knocked off 10%. That made the Troy-Bilt $20 less than the Sears model.

Everything came out OK. I got my small garden tilled, saved money and learned there are other places with better customer service and better prices. My wood shop is filled with about every Craftsman power tool you sell. But now those Craftsman power and hand tools will be slowly phased out in favor of other brands as they wear out. I'm sad about this as I was always proud of my Craftsman tools.

If the service experience at my last two recent visits are typical, YOU are in trouble and will soon be out of business.

I purchased a Jenn-Air downdraft range 2 years ago from Sears--Recently the touchpad went out and I called to schedule a repair appointment. I was also talked in to purchasing a year service warranty, because I was told they were having alot of issues with this particular range. I was scheduled for an appointmnet on April 6th between 8-5. At 4:50 I called to see where my techician was due to the fact it was so close to five. I was told he was running behind--but he had not called to let me know. At 7:15 he called and I asked why he hadn't called, he replied, "This is your call" He came in and immediately knew what the problem was because I had sent them the serial number model number and the problem--He of course did not have the part to fix it--I took a day off of work and accomplished nothing--They want to reschedule for another day for me to sit around from 8-5--which I can not--I have asked to speak with management--apparently, there is none--I have spoken with several Case Managers--they have no boss?
The customer service department has been subpar at best-I have asked to schedule an appointment for after 3 due to my work schedule==This is not their policy--so I continue to be without an oven due to the faulty touch pad--I purchased all of my kitchen appliances from Sears, including washer and dryer--They will never receive one more dime of my hard earned money--The CEO of Sears should be appalled at the lack of customer care his work force offers--I feel comfortable with this comment due to the numerous employees I have spoken with--not one employee was able to offer any help, suggestions etc. Only an apology and the comment I understand this is frustrating--Okay you know it is frustrating so make it right--I was also offered a 50 gift card for Seats--which I refused--I only want my touchpad replaced, without me having to take another day off sitting around from 8-5, not hearing from a tech until 7:15--
Denise M. Skallet
1184 Longpoint Road
Cross, SC 29436

My washer which is under Sears extended warranty has been bad for 7 weeks now. Sears repair sent a technician who supposedly fixed it. The washer stopped working again 1 week later. I scheduled another repair service and the technician who came out ordered parts but also told me this was a 2-man job. I scheduled another service for a Saturday and someone called from Sears on that day to let me know Sears does not do a 2-man job on Saturdays. No one told me this when they scheduled me for a Saturday. Now I'm sitting here 3 weeks later waiting for a technician on a Thursday (after taking off time from work just for this), only to be told by the Technician that my morning service afternoon has turned to an afternoon service appointment... and not to mention the technician's very bad and sarcastic attitude. Is Sears Repair Center and their technicians horrible or what? Remind me never to get an extended warranty for any appliance I buy from Sears ever again!. I'll rather buy a home warranty from another company or use an outside company's technician. I'll be sure to pass this on to all my friends as well. This is one very, very, very, unsatisfied customer!

I received a Kushies crib sheet as a baby shower gift that had the Sears price tag still attached to the back. When I opened the package, the crib sheet had a rip in the seam, so I took it back to Sears to exchange it.

The woman told me she would not do a straight exchange without the receipt even though the Sears price tag was still attached. I explained I did not have the receipt because it was a gift, but that all I wanted was a straight exchange for the exact same Kushies crib sheet because the product was defective. She told me I would have to "return" the item and get a refund for the lowest sale price (30% less than what was paid for it) and then buy a new one at full price. She said that was their "return" policy.

I tried explaining again and again that I was not "returning", but rather I was "exchanging" defective merchandise. I talked to the manager, but she just reiterated what the first woman had told me - that was their "return" policy, despite my insistance that this was an EXCHANGE.

I live in the country about half an hour away from the nearest Sears, and I had dragged my newborn out in the winter to deal with this. So I didn't want to go home and have to come back to deal with this... waste of gas and time. It just so happened that day the Kushies crib sheets were on sale for 25% off, so I "returned" the defective crib sheet for the lowest sale price (30% off retail), then bought another exact same crib sheet paying 25% off retail. It ended up costing me a couple of dollars to get a new crib sheet, but in hind sight I should have just sewn it up myself. I just felt like I deserved a new one and Sears was going to be the one to give it to me, I guess...

I filed a complaint with the BBB, but they closed the file saying that was Sears' policy - end of story.

So, I contacted Kushies to let them know how Sears was handling their products. They were DISGUSTED with how Sears had treated me and told me that Sears gets reimbursed for defective merchandise returned to them.
Basically Sears is running a giant money-grubbing scam collecting money for exchanged defective merchandise, then getting fully refunded from the supplier as well.

Kushies was FANTASTIC! They told me they were going to file their own complaint with Sears about refusing to exchange their product, they apologized profusely for their defective merchandise, and sent my daughter a really nice Kushies toy to help make up for it.

I do not shop at Sears anymore and never will. I only shop at places I feel comfortable knowing that in the unlikely event that I am not satisfied, I have to be certain that company will make it right. Places like Costco accept all returns, refunds, whatever, with or without the receipt - I never hesitate to buy from them.

But never, ever will I set foot in Sears again. They're your best friend until they get your money... just like every other scam artist out there.

called for home service tech to come to house to give estimate on damage done to riding lawnmower from a deck collapsing on mower was told that the wheels were locked up but the tech did not even check to see if the wheels were locked up or even attempt to see if it moved.tech id 0866004 it was very important to customer to have that est done for ins purposes. to see if the cost to replace mower is more than to fix the mower. for the price of service for est is well over $100.00 u would think that they would do a good job. but beings he never made any attempt to do the job right the first time customer had to make special trip to another town to get tech to check that transmission was locked up.

The worst service I ever had !
I had ordered a control panel on 1/20/2010 and wrong part was shipped. It was returned and ordered new, Sears promised to ship it many times...never happened, when evr i called it was backordered and Finally i got an email saying it is shiped on 3/9. Waited till 3/26 and called customer serive. I was told there is another shiping mishapp, it was never shiped. And ordered new again on 3/26 and the shiping date promised was 4/02. Never recieved any emails. Today 04/05/10, I called customer service and was told part is backorderd.
Worst service. Cant Sears customer get a reasonable trust worthy date of shiping? It doesnt make any sense to wait 3 months and even today the service agents don't know when they can provide.
SAY NO TO SEARS !

Disappointed customer
Texas

I am an unlucky owner of the Oasis HE Washer & Dryer. I was a loyal Sears customer over my lifetime - washer, dryer, refrigerator, dishwasher, range, tires and more tires and car service for two cars...and more. But all that has changed with this terrible product and the horrible response thus far from Sears.

My last washer - a simple Sears model washer and dryer lasted 14 years and served me very well. My husband treated me to this extravagant purchase of the Oasis set and what junk. I have been unhappy with it from day one, but now it won't even complete the cycle, displaying error codes, the lid lock disengages, and when you press start, you are back to square one. Last night a load of laundry was destroyed because issues apparently left residual bleach in the machine - well over $200 of garments destroyed and now in the garbage. Even when it works, clothes are not even cleaned - often they come out with dry spots still on the garment. Underwear not even cleaned - I'd be better served by hand washing.

The dryer is little better - the door hasn't engaged for over a year now - I have to fiddle with it to get it to close. Now the dryer just runs and runs and runs, time doesn't go down. And the reward, the clothes don't seem to be drying.

About 2 weeks ago I called, sure that I had lemons on my hands - the customer service people responded in a way that suggested to me that I just had bad luck in getting a bad set of a good product. They would offer me no help except to arrange a service call, of course at my expense.

I was so frustrated I just gave up. Since then I have done research online and am so enraged to learn that Sears is well aware of the fact that the Oasis line is junk and defective - that thousands of consumers are unhappy and having trouble - that there is in fact a class action suit underway, urgings to complaint to the Better Business Bureau, and a recall. In reviewing the information, I found that my washer Model 110.[protected] Serial # CT4271881 was among the recall - researched further to learn that somewhere along the way they pulled the serial # back to CT35 or something.

Armed with the numbers provided online, I called the "Product Resolution" department - located in Texas - spoke with Antonia - badge 300063 and escalated to her supervisor Jeannette - badge #76355. Asked to speak to her supervisor, but she said she was unavailable, when I offered to hold as long it takes, she said she would not take the call. She assured me she would have her call - so far no call. That manager's name is Sandra - no last name, no badge. That should be easy to track right, Sandra at Sears. That's service? This department confirmed that my number falls outside of the recall range, they did acknowledge that the range had been changed but could not explain why. They suggested I call "Customer Service" at [protected]. From there it just gets worse.

Called this number, and got Liza - badge #654491. I waited 30 minutes on hold before being connected to Liza - I asked where she was located and she said it is agains t policy to disclose - probably not even in the US. Anyway, she said all she could do was arrange a service call at my expense. When I asked to speak to a supervisor, she refused to connect me. I then demanded, was put on hold, a little music and wala, a voice comes on the line, "Product Resolution, how can I help you?"...I am back to the Texas crew.

So next I tried the Store - in Watchung where my sweet husband was convinced I am sorry to say to spend a lot of money on this junk. The manger of the appliance department is Bridgette, she was no where to be found, not in the office, but the person said she has seen her today and would ask her to call me. So far no call.

So Sears, does anyone stand behind their product in your organization any more - does anyone care that you are loosing a life long customer across many product lines? In addition to losing my business and that of my family, I am often asked for recommendations as a real estate agent. I am also a vocal and consistent contributor online - and am on my last nerve and ready to go viral with this "silent recall" situation.

So here is the deal Sears, I am putting you on notice - I want a washer and dryer that work, that clean and dry clothes, that do not destroy clothes, that successfully operate through cycles.

I will give you a short time to respond in a satisfactory way - and if you do not, I will sign every petition, do everything in my power to join class action suits or be part of new ones, make a formal complaint to the Better Business Dept in Illinois for your headquarters and in Texas for the "product response" unit, as well as locally here in New Jersey where we were convinced to buy this junk. I will voice my opinion online in every venue I can find. I will make it a point to caution everyone I know and all buyers I work with to avoid Sear's products. And I, a life-long customer and supporter of your company, will never, ever buy another product from Sears again.

You can reach me at [protected] (cell) or email [protected]@optonline.net.

I recently got a gift card from Sears from my parents for a gift. The value of the card was 100.00 and when i went to use the card, Sears told me it was never activated. The card was never purchased from the store. I told them it should have 100 dollars on it and asked how we get this resolved. The store told me that I needed to have a receipt to prove I purchased the gift card. I dont have the receipt because it has been over 4 months now and we cannot find it. The store did run off the registar tape that had the transaction where the gift card was purchased. When the card was purchased we know who the associate is that sold the gift card, what registar it was rung up and and what date. Since I dont have a receipt, the store is only willing to give me 50 dollars of the 100 that I am owed. I am not trying to screw over the store, the card was actually purchased. This is a real issue that needs to be resolved and they will not help me. When I call the customer relations line, they told me to talk to the store manager and gave me a name of a person that has not worked in that store for years. This is just another reason not to shop at Sears and if you have bought items from there, make sure you have a receipt and keep it forever. Without a receipt, they will not help you, even if you have worked for them. I worked at the store in La Crosse for 8 years. They know who I am and that i would not lie or cheat them out of money. I was a sales assoicate, a lead and helped customer resolve issue everyday. I know how important it is to take care of the customer and I feel this is another sign that Sears is falling apart.

I recently had a service call regarding an oven that was malfunctioning. The service man told me what was needed and the price. I told him I wanted to check the price of a new oven versus having the old one fixed. He said that was fine and if I decided to get it repaired I would get the amount of my service call off the new part and installation. I called the next day to try to order the part. The woman I got on the phone spoke limited English and I could not make her understand what I wanted. She kept insisting that I couldn't do that because I had not told the serviceman that I wanted to order the part. I kept trying to tell her what the serviceman had told me, but, we got nowhere. I told her I would like to speak to a supervisor. She said "Fine" and put me on hold and just left me there. After ten minutes on hold, I hung up. I was totally dissatisfied with the whole phone call. The least you could do if an American is calling is to let us speak to one. I doubt that I would try to do that again.